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For Companies At a Glance
- Tasks: Lead workforce planning, scheduling, and forecasting to enhance customer service operations.
- Company: Join SSE, a pioneering energy company committed to a net zero future.
- Benefits: Enjoy flexible benefits, discounts on healthcare, gym memberships, and family entitlements.
- Why this job: Shape the future of energy while driving efficiency and innovation in a dynamic environment.
- Qualifications: Experience in workforce management, data analytics, and strong communication skills required.
- Other info: SSE values diversity and offers support for all applicants.
The predicted salary is between 46900 - 54600 £ per year.
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Salary: £54,952 – £64,738 + a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | options available – hybrid working
The role
We\’re looking for a Lead Workforce Management Planner to shape the future of planning within our Customer Service Directorate.
In this key role, you\’ll be the subject matter expert for Amazon Connect, leading scheduling, forecasting, and capacity planning in the fast-paced world of a Distribution Network Operator (DNO).
You\’ll play a vital part in improving customer experience, streamlining operations, cutting delays—and driving smarter, more efficient ways of working.
You will
Strategic Workforce Planning: Design and implement workforce strategies that align with business goals and meet UK regulatory standards.
Amazon Connect Expertise: Lead the deployment and optimisation of Amazon Connect for efficient scheduling and workforce management.
Capacity Planning & Forecasting: Use data-driven approaches to predict demand, manage staffing levels, and set clear KPIs to measure performance.
Process Optimisation: Continuously review and improve planning processes to increase efficiency and reduce operational gaps.
Team Leadership: Develop and support a high-performing planning team, encouraging innovation, collaboration, and continuous growth.
You have
Workforce Management Expertise: Proven experience in scheduling, forecasting, capacity planning, and leading high-performing resource management teams.
Operational & Technical Knowledge: Strong background in live contact centre operations, with hands-on expertise in Amazon Connect or a similar cloud-based contact centre solutions
Data & Analytics Proficiency: Skilled in using forecasting tools and BI platforms like Power BI and Tableau to drive performance and insights.
Change & Compliance Management: Experience delivering process and system changes in dynamic environments, with solid understanding of workforce regulations such as working time directives.
Strong Interpersonal Skills: Excellent communicator with high attention to detail, capable of managing multiple priorities and collaborating across teams.
About SSE
SSE has a bold ambition – to be a leading energy company in a net zero world. We\’re investing around £10 million a day in homegrown energy to help power a cleaner, more secure future. Our investment will see us build the world\’s largest offshore wind farm and transform the grid to deliver greener electricity to millions.
, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.
Flexible benefits to fit your life
Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.
Work with an equal opportunity employer
SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. please contact / 01738 344051 to discuss how we can support you.
We\’re dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.
Ready to apply?
Start your online application using the Apply Now box on this page. We only accept applications made online. We\’ll be in touch after the closing date to let you know if we\’ll be taking your application further. If you\’re offered a role with SSE, you\’ll need to complete a criminality check and a credit check before you start work.
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Workforce Management Planner employer: SSE Enterprise
Contact Detail:
SSE Enterprise Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Management Planner
✨Tip Number 1
Familiarise yourself with Amazon Connect and its functionalities. Since this role requires expertise in this platform, understanding its features and how they can optimise workforce management will give you a significant edge during interviews.
✨Tip Number 2
Brush up on your data analysis skills, particularly with tools like Power BI and Tableau. Being able to demonstrate your ability to use these tools for forecasting and performance measurement will show that you're well-prepared for the data-driven aspects of the role.
✨Tip Number 3
Prepare examples of your previous experience in workforce management, especially in scheduling and capacity planning. Be ready to discuss specific challenges you've faced and how you overcame them, as this will highlight your problem-solving skills.
✨Tip Number 4
Showcase your leadership abilities by discussing how you've developed high-performing teams in the past. Highlight any initiatives you've led that encouraged innovation and collaboration, as this aligns with the team's goals at SSE.
We think you need these skills to ace Workforce Management Planner
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Workforce Management Planner position. Tailor your application to highlight your relevant experience in scheduling, forecasting, and capacity planning.
Highlight Relevant Experience: In your CV and cover letter, emphasise your expertise with Amazon Connect or similar cloud-based contact centre solutions. Provide specific examples of how you've successfully implemented workforce strategies and improved operational efficiency in previous roles.
Showcase Data Proficiency: Demonstrate your skills in data analysis and forecasting tools like Power BI and Tableau. Include any relevant projects or achievements that showcase your ability to use data-driven approaches to enhance performance and insights.
Craft a Compelling Cover Letter: Write a tailored cover letter that connects your skills and experiences to the job description. Address how you can contribute to the company's goals, particularly in improving customer experience and streamlining operations.
How to prepare for a job interview at SSE Enterprise
✨Showcase Your Amazon Connect Expertise
Make sure to highlight your experience with Amazon Connect during the interview. Be prepared to discuss specific projects where you led the deployment or optimisation of this tool, as it’s crucial for the role.
✨Demonstrate Data-Driven Decision Making
Prepare examples of how you've used data analytics tools like Power BI or Tableau to forecast demand and manage staffing levels. This will show your ability to make informed decisions that align with business goals.
✨Emphasise Your Leadership Skills
Since the role involves team leadership, be ready to share your experiences in developing high-performing teams. Discuss how you encourage innovation and collaboration among team members.
✨Understand Regulatory Standards
Familiarise yourself with UK workforce regulations and working time directives. Being able to discuss how you’ve ensured compliance in previous roles will demonstrate your thorough understanding of the operational landscape.
